Two new controls shipped in AI assistant settings. Delayed reply lets you hold the assistant's response for anywhere from 15 seconds to three minutes so a live conversation reads like a person answering, not a bot firing instantly. AI handoff switches the assistant off the moment you start typing in a thread, then brings it back after the reactivation window you choose — so when you take a conversation over, you and your assistant are never talking to the same borrower at the same time.
This update adds two controls to AI assistant settings that change how the assistant behaves in a live conversation. The first is delayed reply. Instead of answering the instant a borrower's message lands, the assistant can wait a set amount of time — 15 seconds, 30 seconds, on up to three minutes. The second is AI handoff: if you start typing in a thread before the assistant replies, it switches itself off so it does not talk over you, and comes back on the schedule you set.
Delayed reply is off by default. Turning it on takes one toggle and one choice.
Nobody types a complete, well-punctuated paragraph a half second after your message arrives. When a reply lands that fast, borrowers notice, and some of them change how they talk once they decide they are chatting with a robot. A short pause removes that tell. The content of the message does not change — only the timing — and the conversation reads like a loan officer who saw the message and answered it.
The second half of this release covers the moment you decide to take a conversation over yourself. Open a live lead's thread and start typing before the assistant replies, and the assistant flips to off for that conversation automatically. You do not have to remember to disable it. From there you set how it comes back: a reactivation window — an hour, for example — and the mode it returns to when that window closes. That way a conversation you handled personally does not sit unattended forever, and it also does not get a second, contradictory reply from your assistant thirty seconds after you sent yours.
Both controls are reachable from two places. The first is AI assistant settings on the client menu, which is where the video walks through them. The second is the Marketing section under AI Objective, where you can also set your reactivation guidelines and the objective the assistant is working toward. If you manage more than one assistant configuration, set the objective and the reactivation guidelines in the same pass — the delay controls the feel of the conversation, and the objective controls where the conversation is trying to go.
A delay is a pause, not a queue you can ignore — with a three-minute delay, a borrower who sends three quick messages is still waiting three minutes for the first answer, so choose the longest durations deliberately. On the handoff side, remember that switching off applies to the conversation you typed in, not to your whole account. Your other threads keep running as configured.
In AI assistant settings, reachable from the client menu, or in the Marketing section under AI Objective. Toggle delayed reply on and then pick the reply duration.
Durations run from 15 seconds up to three minutes. You choose the value after switching the delayed reply toggle on.
An instant, perfectly written reply is the clearest sign a borrower is talking to software. A short pause makes a live conversation read like a person who saw the message and answered it.
The assistant turns itself off for that conversation automatically, so it does not reply over the top of the message you are writing.
Yes, on the reactivation window you configure — an hour, for example — and it returns in the mode you selected in your reactivation guidelines.
No. The automatic switch-off applies to the conversation you started typing in. Your other conversations continue as configured.
No. Delayed reply is a setting you opt into. If you leave it off, the assistant replies as it did before.
All right, so the next thing we're going to go over is in the AI assistant settings. We just released an update. Now you can turn on a delayed reply for your AI assistant. If you toggle this on, it gives you the opportunity to select the duration of the reply — 15 seconds, 30 seconds, all the way up to three minutes. That allows the AI to have a slight delay between the time it is chatting with a live user, giving it a little more of a natural feel, like a live person. And then the next thing: if we check out a conversation with a live lead, the AI assistant will now automatically turn off if you start typing before the AI replies. So if you start typing in the system here, the AI assistant automatically turns to off mode. Then you have it set so you can reactivate it after an hour and have it go back into a specific mode. That is the update on the AI assistant. You can access that here on the client menu, or as always in the Marketing section under AI Objective — you can set the reactivation guidelines there as well as the AI objective. Hopefully those are helpful. Let us know if you have any questions. Thanks so much.